Firehouse Subs — Restaurant in Layton

Went there today, which turned out to be nothing short of a hellacious and catastrophic choice. Upon arrival, I was informed that the location was out of Chicken, Steak and Cheese, and brisket Sandwich choices due to a “back order”. Regardless of this irresponsible logistical mishap, I chose to order anyways, choosing a Turkey, Bacon, and Ranch sandwich. Unfortunately, they were out of Medium Wheat so I resolved to have white bread. Naturally, I was asked if I would like a drink and chip, to which i replied yes, only to be informed the drink machine was incapacitated as far as anything but water…leaving me three drink options in the mini fridge - coke, Diet Coke, and sprite. I settled for a coke to be retrieved after my purchase. This then concluded the extent of my purchase, upon which time I examined my receipt only to recognize that I had not been charged for my drink and chip addition. After bringing this to the attention of the cashier, I was informed it’s ok, just take one. The one “win” out of this experience. Furthermore, whilst awaiting the production of my sandwich, the Toaster catches on fire, eliminating the ability to toast all future subs. The staff informs all the customers, who for the most part, resign to stay and enjoy a somewhat colder version of their meal. Upon receipt of my meal, I discover my TBR has NO B (bacon)…I ignore that small factor and continue to munch away…After such a mediocre sandwich, I approach the napkin dispenser to facilitate the cleansing of my hands, becoming nothing short of Indianna Jones and discover an unexplainable lack of Napkins, of which I assume to be also “back ordered”. Fortunately, upon conveying my need for a method of removing sandwich debris from my fingers, which so happened to be flinging globs of ranch and cheese every which way, the cashier casually hands me some paper towels from behind the counter..I thought this was the end of such a traumatic experience, BUT ALAS, another gentleman was informed that they were out of the sandwich boxes for small sandwiches and had to utilize the medium ones.. a small inconvenience, but that’s not the point. I strongly encourage the owner/operator of this location to heed this subtle recognition of failure and conduct some needed tender loving care to his/her business.

The silver lining: the staff, for the most part, performed well under the...

It pains me to give a critical review to Firehouse Subs. I have eaten here several times and really enjoy their food. I offer this review as a gift of feedback from one business person to another. I hope that some outreach will be made as my last experience warranted no stars. I’m giving three based on my collective experiences.

I was excited to get an email last week in regards to a limited time (3/29-4/4) online only pepperoni/meatball sub. I placed my order online and then went in to Firehouse Subs to pick up my order. When I told them I was there for my order the manager, I assume told me that I had ordered a sub that wouldn’t be available until next week. I showed him the email offer I had received and he offered no solution as a substitute. I was disappointed that my order had been accepted, but no effort was made to contact me to let me know that my sub was not available. I had to wait until I went into the location to find out. Determining that there would be no effort to make things right, I simply asked for a refund for the sub i would not get and left the store extremely dissatisfied.

I recognize that we live in challenging times and I would not expect a great concession for my inconvenience. I would hope, however, that businesses that want to survive would put customer satisfaction as a high priority. I received an apology in lieu of a sub and that...

Addendum, 5/9 - I decided to give this Firehouse another try. I ordered 5 medium subs and brownies. When we got back to our office, all five subs were small, not medium. The support line (listed in the answer below) is not working and no one answers at the store. The previous issues (see below) have still not been answered. This store has now cheated me with missing items and by delivering less then I ordered and paid for. I won't be back.

I've been eating at Firehouse since they first came to Sandy, Utah many years ago. Overall, I love their food. I just picked up an order from the Layton location today and was missing one sandwich and all my desserts. I understand mistakes happen, but I was prompted to leave this review because I've tried calling 7 times in a row without anyone answering the phone or even the option to leave a voice mail.

Short of driving back to the location there is no way I can contact anyone at the store (or even anyone at corporate). The ability to contact a live person is essential for anyone in the customer service business. It seems like the quality and service have gone downhill over the last 10 years, especially the last 3 years. I hope someone can address this and work to improve the quality I've loved since I was first introduced to...